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Response time to submitted tickets re:discounts not applying during order.

stoltenkamp.scottstoltenkamp.scott Posts: 95
edited December 1969 in New Users

I placed an order 2 days ago but I don't believe discounts were being applied correctly and followed up with a ticket through the helpdesk and haven't heard back yet.

This morning I tried calling both the phone numbers (801) 983 6415 and (800) 267 5170 to get number not in service for both.

A this point I'm wondering what to do here.. give them until the end of the day or should just call my CC company and dispute (seeing as I can't seem to reach anyone.)

Anyone have any advice here or words of assurance?

Comments

  • ChoholeChohole Posts: 33,604
    edited August 2014

    Allow time for the ticket to go through.

    Tickets are dealt with in rotation, as they are received. Customer services are very good, but if they have a large number of tickets, then it may take a while longer, as they work normal office hours only.

    Be assured that if you have received an acknowledgement that your ticket has been filed, then it is in the system and will be dealt with in due course. If you did not receive an automatic acknowledgement, then I would file the ticket again, as it may not have gone through the first time.

    Filing a dispute with your CC company is a very drastic act and can cause a lot of problems, considering your ticket has been filed such a short time ago.

    BTW at least one of the telephone numbers you quote is incorrect, according to those shown at the bottom of the page.

    Post edited by Chohole on
  • stoltenkamp.scottstoltenkamp.scott Posts: 95
    edited December 1969

    801.983.6415 - Phone http://www.daz3d.com/terms-of-service/
    1.800.267.5170 - Phone (Toll Free Line) http://www.daz3d.com/terms-of-service/

    Both of those numbers are referenced on the ToS page.

    And while I realize CC disputes are headaches for businesses, sometimes it's what needs to be done.

    Personally I'd prefer someone from DAZ give me a ring and say "we can take care of you." But when published phone numbers lead to "Out of Service" I DO TEND TO GET A BIT PANICKY about my money and CC info.

    How long would you say is the average turnaround on support tickets?

  • ChoholeChohole Posts: 33,604
    edited August 2014

    Did you receive the automated response Email, to say that your ticket had been received?

    And if so, can you go to this page and click on "Check your existing requests" on the top line and see what it says there

    Post edited by Chohole on
  • stoltenkamp.scottstoltenkamp.scott Posts: 95
    edited August 2014

    2 days ago, but no word since.

    Additionally 1-(801) 495-1777 is out of service also.


    -edit found a number that works.. on phone now... http://www.daz3d.com/privacy-policy 844-814-3009

    --edit 2 Spoke to a nice gentleman named James who said the current resolution time on sales tickets is about 3-4 working days.. So I'll hold my breath until Tuesday.

    Post edited by stoltenkamp.scott on
  • stoltenkamp.scottstoltenkamp.scott Posts: 95
    edited September 2014

    Welp.. it took longer than I'd initially expected. But you were right on the money.. 3-4 working day response time.
    Sadly the first CS representative didn't solve the problem, however Crissie was fantastic and got me all squared away.

    Much thanks Chrissie!

    Edit- FYI the working # appears to be: 844 814 3009

    Post edited by stoltenkamp.scott on
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